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About brighthush
brighthush is not just a fintech company; it is a catalyst for transformation in the mortgage industry. Since our founding in 1999, we have partnered with more than 200 lenders across the United States, delivering a cloud‑native platform that unifies loan origination, underwriting, servicing, and compliance into a single, seamless experience. Our mission is to redefine how borrowers and lenders interact with technology, combining cutting‑edge engineering with an unwavering commitment to operational excellence.
At brighthush, we believe that technology is only as powerful as the relationships it supports. Our culture is built on innovation, collaboration, and a relentless focus on the customer. We thrive on solving complex problems, turning data into actionable insights, and creating products that make a real difference for borrowers and lenders alike.
Why Join brighthush?
As a Senior Remote Customer Support Associate, you will become the linchpin between our enterprise clients and the cross‑functional teams that keep the platform running smoothly. This role offers a unique blend of technical depth, client interaction, and strategic influence. Here’s what you can look forward to:
- High‑Impact Client Portfolio – Work with a diverse array of high‑profile lenders and financial institutions, each with unique challenges and opportunities.
- Real‑Time Problem Resolution – Own the end‑to‑end resolution of high‑priority tickets, ensuring swift communication and tangible results.
- Strategic Influence – Provide feedback that directly shapes product enhancements and platform evolution.
- Relationship Building – Build lasting relationships with senior stakeholders, becoming a trusted advisor and advocate for both clients and the company.
- Technical Growth – Deepen your expertise in mortgage technology, cloud architecture, and ITIL‑based processes while working alongside seasoned engineers.
- Autonomy & Work‑Life Balance – Enjoy flexible scheduling, unlimited paid time off, and a culture that values both professional achievement and personal well‑being.
Key Responsibilities
In this role, you will manage the full lifecycle of customer support tickets, escalations, and project coordination. Your day‑to‑day tasks will include:
- Escalation Management – Own the end‑to‑end resolution of high‑priority tickets, ensuring timely communication with clients and internal teams.
- Process Adherence – Follow and communicate the established escalation workflow, providing clarity to both customers and colleagues.
- Client Liaison – Act as the primary point of contact between brighthush’s support, product, engineering, and professional services teams and the client’s system administrators.
- Technical Triage – Perform initial analysis of incoming tickets, reproduce issues, and route them to the appropriate technical experts with complete context.
- Root Cause Analysis (RCA) – Lead post‑incident reviews, document findings, and deliver actionable insights to the client and internal stakeholders.
- Project Coordination – Manage cross‑departmental initiatives such as deployments, patches, and feature rollouts, ensuring alignment on scope, ownership, and timelines.
- Client Communication – Conduct regular status calls with client system admins, provide status updates via email and ticketing system, and set realistic expectations for resolution times.
- Documentation & Knowledge Management – Maintain organized records of action items, decisions, and best practices to support knowledge sharing across the organization.
- Deployment Support – Collaborate with the deployment team to verify, monitor, and communicate the success of product releases and updates.
- Customer Advocacy – Champion brighthush’s products and services, proactively identifying opportunities for improvement and innovation.
Essential Qualifications
- U.S. residency – onshore requirement.
- Minimum 2 years of experience in enterprise customer support or technical support for regulated financial services.
- Strong customer‑service orientation with a proven track record of handling escalations under pressure.
- Technical aptitude to perform initial ticket triage, reproduce issues, and understand deployment workflows.
- Experience coordinating projects or complex tasks across multiple teams or departments.
- Excellent written and verbal communication skills, including the ability to produce clear, concise client‑facing documentation.
- Exceptional organizational skills and the ability to juggle multiple priorities simultaneously.
- Customer‑first mindset – always prioritizing client satisfaction and advocating for the end‑user.
- Judgment and ownership – capable of making independent decisions, escalating when necessary, and seeing initiatives through to completion.
- Curiosity and a passion for continuous learning – eager to deepen technical knowledge of mortgage technology and related platforms.
- Professionalism – consistently polished, reliable, and client‑ready in every interaction.
- Hands‑on experience with enterprise ticketing systems such as ServiceNow, Jira, or similar.
- Familiarity with ITIL practices, change management, and incident/problem management processes.
Preferred Qualifications
- Prior experience supporting large financial services clients or highly regulated enterprise accounts.
- Mortgage industry knowledge – understanding of loan origination, servicing, and compliance requirements.
- Experience with deployment processes, release management, and post‑deployment monitoring.
- Knowledge of mortgage technology platforms (e.g., loan origination systems, servicing platforms).
- Experience working with cloud‑native environments and API integrations.
Skills & Competencies
- Customer‑centric communication and relationship building.
- Analytical thinking and problem‑solving under tight deadlines.
- Project management – scope definition, risk identification, and milestone tracking.
- Technical literacy – ability to grasp new tools, concepts, and platform capabilities quickly.
- Collaboration across functional teams – bridging gaps between support, product, engineering, and professional services.
- Adaptability – comfortable shifting between client‑facing, project coordination, and technical support roles as needs evolve.
- Attention to detail – meticulous documentation and knowledge management.
Career Growth & Learning Opportunities
At brighthush, we invest in your professional development. You will have access to:
- Structured onboarding and mentorship programs that pair you with seasoned leaders.
- Regular training on mortgage technology, cloud architecture, and industry regulations.
- Opportunities to transition into product management, technical support engineering, or project management roles.
- Participation in cross‑functional initiatives that shape the future of the platform.
- Conferences, webinars, and certifications to stay ahead of industry trends.
- Internal hackathons and innovation challenges that encourage creative problem‑solving.
Work Environment & Company Culture
brighthush thrives on a culture of transparency, collaboration, and continuous improvement. As a remote team, we emphasize:
- Flexible work hours that accommodate different time zones.
- Regular virtual town halls and team‑building events.
- Open communication channels – from Slack to weekly all‑hands meetings.
- A focus on work‑life balance, with generous paid time off and mental health resources.
- Recognition programs that celebrate individual and team achievements.
- Inclusive hiring practices that value diverse perspectives and backgrounds.
- Community outreach initiatives that give back to the mortgage‑seeking public.
Compensation & Benefits
While specific figures vary based on experience, brighthush offers a competitive salary package that includes:
- Base salary commensurate with market rates for remote customer support specialists.
- Performance‑based bonuses tied to client satisfaction metrics and project delivery.
- Health, dental, and vision insurance plans.
- 401(k) matching program.
- Unlimited paid time off and flexible scheduling.
- Professional development stipend and reimbursement for relevant certifications.
- Access to wellness programs, mental health support, and employee assistance resources.
- Technology stipend for home‑office setup.
- Annual company‑wide retreat (virtual or in‑person) to foster team cohesion.
Ready to Make an Impact?
If you are a proactive, customer‑focused professional with a blend of technical acumen and project coordination skills, we want to hear from you. Join brighthush and help shape the future of mortgage technology while advancing your career in a supportive, innovative environment.
Apply today and become a key player in delivering exceptional borrower experiences across the United States.
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